Timo

Dear Alden & Ash Team,

I am writing to express my extreme frustration and disappointment regarding my recent order experience with your company.

I accidentally ordered the wrong size and contacted your customer service less than five minutes after placing the order to request a cancellation. To my surprise, I was told that my order was already being processed and that cancellation was impossible. This explanation makes no sense, as no order can realistically be fully processed within such a short time frame.

Even worse, I then waited over a month and a half for my order to be shipped. The package was only sent after I opened a PayPal case — which is completely unacceptable and shows a lack of professionalism and respect for your customers.

Now that I finally received the order, I am being told that I have to pay 100% of the return costs (to China) myself and that no return label will be provided. This is absolutely unreasonable, especially considering that I tried to cancel immediately and your team ignored my request.

This entire experience has been extremely disappointing, and your handling of the situation is unacceptable. I expect a full refund and a free return for this order. If this issue is not resolved promptly, I will have no choice but to escalate the matter further through PayPal and share my experience publicly.

I urge you to review my case and respond as soon as possible.

Sincerely,
Timo